Job description

Job Title: Support Analyst – Tier 2 (Payments / Production Support)

Job Summary

We are seeking a highly skilled Support Analyst (Tier 2) with strong expertise in Java-based applications, payment processing systems, and production support. The ideal candidate will work closely with clients and cross-functional teams to troubleshoot, analyse, and resolve complex production issues in payment environments, ensuring high system availability and customer satisfaction.

Key Responsibilities

Technical Support & Troubleshooting

Provide Tier 2 technical support for payment applications and systems, handling complex issues escalated from Tier 1 support.
Analyse application logs, APIs, and system behaviour to identify and resolve defects, performance issues, and transaction failures.
Perform root cause analysis (RCA) for production incidents and implement fixes or coordinate with development teams for permanent resolution.
Monitor production environments using tools such as Splunk, dashboards, and alerting systems to proactively identify issues.

Application & API Support

Read, understand, and troubleshoot Java-based applications and APIs.
Analyse API requests/responses, error codes, and integration issues between payment systems, terminals, and third-party services.
Basic working knowledge of Python or other programming languages is an added advantage for scripting, automation, or log analysis.

Payment Systems & Terminals

Provide technical support for payment processing terminals, SDKs, and systems, including Android-based POS solutions.
Experience with WizardPOS, Android terminals, or similar payment devices is a strong plus.
Support terminal configuration, onboarding, transaction issues, and connectivity problems using Terminal Management Systems (TMS) such as Charge Anywhere.

Payment Domain Expertise

Demonstrate strong understanding of the payments domain, including:
Card Present (CP) and Card Not Present (CNP) transactions
End-to-end transaction lifecycle (authorization, capture, settlement, refunds, chargebacks)
Common payment errors, declines, and reconciliation issues
Work closely with internal teams and payment partners to resolve transaction-level issues efficiently.

Client Interaction & Stakeholder Management

Work directly with clients to understand issues, gather technical details, and provide clear updates and resolutions.
Act as a technical point of contact during incidents, ensuring professional communication and timely follow-ups.
Collaborate with development, infrastructure, QA, and third-party vendors for issue resolution.

Tools & Technologies

Use Jira for incident tracking, defect management, and coordination with engineering teams.
Work with cloud platforms such as AWS and Azure for application support, monitoring, and troubleshooting.
Support databases and backend systems by quickly learning schemas, data flows, and system dependencies.

Production Support & Monitoring

Monitor live systems, investigate alerts, and take immediate action to minimize downtime.
Document incidents, RCA findings, and preventive measures to improve system stability.

Work Schedule

Must be willing to work in the Mountain Time Zone (MT) and support business-critical operations during those hours.

Required Skills & Qualifications

Strong hands-on experience with Java and ability to read and understand APIs.
Experience in Tier 2 technical support or production support roles.
Solid knowledge of payment processing systems and payment domain concepts.
Experience supporting POS terminals, SDKs, and Android-based payment devices.
Hands-on experience with Splunk, Jira, AWS, and Azure.
Proven experience in production issue analysis, RCA, and bug fixes.
Excellent communication skills with the ability to work directly with clients.

Nice to Have

Knowledge of Python or scripting languages for automation or diagnostics.
Experience with Charge Anywhere TMS or similar terminal management platforms.
Prior experience supporting high-volume, real-time transaction systems.

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